DoIT Common Service Management Framework - UW–⁠Madison Information Technology

Last updated November 16, 2022

The Common Service Management Framework is a set of tasks, templates, checklists, workflows, activity schedules, and other tools for those creating, implementing and operating DoIT IT services. This framework is for Service Coordinators/Leaders to use to lead their service teams in implementing, managing and decommissioning services consistently across DoIT. The framework is written for those who have service leadership and/or project management experience, and assumes a general understanding of the DoIT terms, processes and procedures.

Benefits

The Common Service Management Framework provides many benefits to service leadership, service team members, DoIT, and Campus users. These benefits include:

Improved standardization, efficiency and reduced operational costs
Clearer organizational expectations
Better service and customer experience
Better understanding of what services are needed and provided
Improved collaboration within DoIT and across Campus entities

How Do I Get Started?

Identify Lifecycle Phase

Are you starting a new service, managing an existing service, or retiring a service? See the Service Lifecycle Phases section for a description of each phase.

Review Documentation

Documentation has been created for each Service Lifecycle Phase. See the Service Lifecycle Phases section for the relevant documentation for each phase.

Ask Questions

Reach out to the Working Advisory Group using the link in the Feedback section.

Service Lifecycle Phases

The Common Service Management Framework includes three phases, which follow the life of a service. During the life of a service, changes may happen to the service which are called lifecycle events.

Phases

Phase 1 - Service Initiation & Implementation

This focuses on the needed steps to initiate a project to create a service, manage it through the lifecycle and operationalize it for campus.

Initiation & Implementation (PDF)

Tetris shaped building blocks falling into place

Phase 2 - Service Operations, Review & Continuous Improvement

Service Operations manages activities to deliver robust, scalable, stable services. Service Review & Continuous Improvement provide upgrades.

Ops, Review & Improvement (PDF)

Phase 3 - Service Decommission

Service Decommission focuses on retiring an existing service, while ensuring minimal impact to the service customers and the campus.

Service Decommission (PDF)

Ones and zeros streaming into a colorful, bright light

Framework Ownership & Maintenance

To ensure consistency across DoIT, ownership of the Common Service Management Framework resides with the Deputy CIO who will be supported by the Executive Advisory Group and the Working Advisory Group.

Executive Advisory Group

Made up of the Core Service Directors and the Enterprise Business Services Director. Responsibilities include:

Socialization and support of the Framework with their departmental staff, and across DoIT
Make high level decisions based upon recommendations from the Working Advisory Group
Creation of the Working Advisory Group, that is a cross-department team that will be dedicated to the on-going maintenance of the Framework. Appoint appropriate staff as members of this group.
Ensure that Service Coordinators have been trained or have the appropriate background or mentorship, prior to being assigned this role.
Providing feedback to the Working Advisory Group on a regular basis

Working Advisory Group

Made up of designated Service Coordinators from across the Division. Responsibilities include:

Respond to feedback on the Framework
Recommend changes or updates to the Executive Advisory Group
Escalate issues to the Executive Advisory Group
Respond to questions about the Framework
Ensure that the Framework information and documentation on the website is accurate and that all links are valid
Provide orientation to the Framework for new Service Coordinators
Communication efforts regarding the Framework
Host Lunch and Learn sessions
Provide regular updates and status reports to the Executive Advisory Group

The Working Advisory Group is responsible for the review and continuous improvement of the Framework. The members will serve a two year term, with staggered start and end dates to ensure knowledge transfer.